Refund policy

Returns & Refunds Policy (Australia)

We want you to love your purchase. The policy below explains how returns, exchanges and refunds work for Hora Bathrooms under the Australian Consumer Law (ACL), plus our own change-of-mind options.

1) Your rights under the Australian Consumer Law

You are entitled to a repair, replacement or refund if a product has a major failure, and to a repair or replacement if the failure is not major. Nothing in this policy limits your rights under the ACL.

2) Change-of-Mind (COM) Returns

We understand plans change. If you’ve simply changed your mind, you can return eligible items within the timeframe below.

Window: 30 days from the date of delivery
Condition:

  • Item must be unused, uninstalled and in resaleable condition

  • Must include all original packaging, accessories and fixings

  • Original cartons must be undamaged (no writing, tape or courier labels directly on retail packaging)

Fees & freight:

  • Return shipping is the customer’s responsibility (we can arrange a label at our carrier rate on request)

  • Restocking fee: 20% of the item price for refunds to the original payment method

    • Fee waived when you choose a store credit instead of a refund

Not eligible for COM:

  • Custom or special-order items

  • Cut or customised stone tops

  • Clearance, ex-display or “as-is” items

  • Any product that has been installed, altered, drilled or cut

  • Items with missing or damaged retail packaging

Tip: Unsure if your item qualifies? Contact us before arranging a return.

3) Transit Damage & Short Deliveries

We pack carefully, but if something arrives damaged, we’ll put it right quickly.

Inspect on arrival:

  • Please inspect cartons on delivery and photograph any visible damage

  • If packaging is badly crushed/torn, note this with the driver if possible

Notify us:

  • Email us within 48 hours of delivery with:

    1. Photos of the outer carton and all internal packaging

    2. Close-ups of the damage

    3. Your order number and contact details

We’ll arrange a replacement part or product as quickly as possible. Keep all packaging until we complete the claim.

4) Faulty Products (Warranty/ACL)

If your product appears faulty or develops a defect:

  • Do not install (or discontinue use if already installed)

  • Contact us with a description, photos/video, serial number/SKU and proof of purchase

  • We may arrange assessment, a replacement part, repair, or replacement product depending on the issue and the ACL

Licensed installation: For products that require plumbing or electrical work, warranty support may require proof of installation by a licensed tradesperson and compliance with local codes.

5) How to Start a Return

  1. Request an RMA: Email us with your order number and reason for return

  2. Pack securely: Use original packaging and protect corners/edges; do not write on retail cartons

  3. Send it back: Ship via a trackable service (or ask us for a return label at our carrier rate)

  4. Inspection & processing: Once received and inspected, we’ll issue your store credit or refund minus restocking fee (if applicable)

Returns sent without an RMA or received in non-resaleable condition may be refused or incur additional handling.

6) Exchanges

Exchanges are processed as a return + new order. This ensures the new item is reserved for you and ships faster.

7) Incorrect or Missing Items

If an item is incorrect or something is missing, please contact us within 48 hours with photos of what you received. We’ll correct it promptly.

8) Stone Tops, Vanities & Heavy Items (Special Handling)

For bulky or fragile goods (e.g., stone tops):

  • Keep pallets, braces and corner protection until your installation date

  • Use two or more people to lift and move

  • Place on a flat, stable surface and protect edges from chips

9) Non-Returnable Items (Summary)

  • Custom/special-order products

  • Cut or customised stone

  • Clearance or ex-display

  • Installed, altered or used items

  • Items not returned in original, undamaged packaging

10) Refund Method & Timing

  • Refunds are made to the original payment method

  • Bank or card processing times vary (allow 3–10 business days after we approve the refund)

  • Gift cards and store credits are not redeemable for cash

11) Need Help?

We’re here to help with measurements, compatibility and installation guidance so you get it right the first time.